觀光英語教學主題之職場實用性調查研究

A Study of the Practicality of the Topics in Tourism English Teaching

英語是世界語言也在國際化觀光產業中佔有重要的地位，觀光英語在觀光相關科系中多為必修課程，以培養學生具備職場相關知能，職場人士常批評學校所教的專業知能與職場所要的知識及技能出現學用落差的問題，觀光英語教學內容是否符合職場的需求值得探討。本研究的目的在探討觀光英語的教學主題之職場實用性，並比較不同背景之觀光職場人員對觀光英語教學主題實用性之看法，以提供觀光英語教學實務上之參考。本研究方法採問卷調查法，研究對象為不同觀光職場的工作人員，研究工具為研究者自編之「觀光英語教學主題實用性問卷」共發出270份，回收有效問卷共計246份，資料經分析，獲得結果如下：（一）觀光英語的教學主題實用性之前幾名排序為「飯店用語」、「處理抱怨用語」、「接待／禮儀用語」及「餐廳用語」；（二）對觀光英語教學主題實用性之看法，在性別、是否為觀光本科系畢業無顯著差異，在不同職場類別、年齡、工作年資及教育程度上，部分觀光英語教學主題之看法有顯著差異。綜合結論，本研究發現觀光英語的教學主題實用性以「飯店用語」、「處理抱怨用語」、「接待／禮儀用語」及「餐廳用語」較為重要，性別與畢業科系並無顯著差，其餘背景在部分觀光英語教學主題之看法有顯著差異，顯示觀光英語教學主題仍以職場溝通用語最為實用，根據結果研究者建議觀光英語教師在教學上，可特別加強「飯店用語」、「處理抱怨用語」、「接待／禮儀用語」及「餐廳用語」的訓練，以提升未來職場的競爭力。

English is a global language and plays an important role in the international tourism industry. Many people in the workplace often complain about the gap between theory and application. Therefore, it is worth studying tourism English teaching to understand if the topics meet the needs in the workplace. The purpose of the study was to investigate the practicality of the topics in tourism English teaching, and to provide some practical suggestions for the future tourism English teaching. The instrument was a questionnaire of topics in tourism English teaching designed by the researchers. Then, three experienced English teachers checked the questionnaire. Next, the researchers chose 46 college students majoring in Tourism to conduct the pilot study. The Cronbach’s Alpha of the questionnaire is .864, and the questionnaire can explain 64.38% of the variance. In other words, the reliability and validity of the questionnaire are quite good. The subjects were 246 employees from various tourism workplaces, including airlines, travel agencies, hotels, theme parks, and so forth. The researchers applied SPSS software to analyze the data collected from the subjects and they found that the expressions in a hotel, the expressions to deal with complaints, the expressions in a restaurant, the expressions about reception/ amenities are the most practical topics in tourism English. Moreover, the researchers found that there is no significance on tourism expressions between the subjects with different genders and majors, but there is significance on certain tourism expressions between the subjects with different workplaces, ages, work experiences, and educational backgrounds. Then, the researchers drew a conclusion and provided some pedagogical implications in tourism English teaching based on the results.